The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Author： Klaus Philipp  

Publisher： Emerald Group Publishing Ltd

ISSN： 0887-6045

Source： Journal of Services Marketing, Vol.27, Iss.6, 2013-09, pp. : 443-457

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Double play: creating the sport customer experience using an interdisciplinary framework for managing service employees

By Miller Janice S.   Johnson Scott A.  

Journal of Marketing Management, Vol. 24, Iss. 1-2, 2008-02 ,pp. : 87-112

Routledge Ltd

Access to resources Recommend Favorite

Customer participation in online co-creation experience: the role of e-service quality

By Elsharnouby Tamer H.   Mahrous Abeer A.  

Journal of Research in Interactive Marketing, Vol. 9, Iss. 4, 2015-10 ,pp. : 313-336

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Interpreting value in the customer service experience using customer-dominant logic

By      

Journal of Marketing Management, Vol. 30, Iss. 9-10, 2014-08 ,pp. : 1058-1081

Routledge Ltd

Access to resources Recommend Favorite

Sources of Competitiveness of Offshore IT Service Providers in India: Towards a Conceptual Framework

By Chadee Doren   Raman Revti   Michailova Snejina  

Competition & Change, Vol. 15, Iss. 3, 2011-08 ,pp. : 196-220

Maney Publishing

Access to resources Recommend Favorite

A conceptual framework for the Service Recovery Paradox

By Krishna A.   Dangayach G.S.   Jain R.  

The Marketing Review, Vol. 11, Iss. 1, 2011-03 ,pp. : 41-56

Westburn Publishers Ltd

Access to resources Recommend Favorite